IT Service Desk Technical Analyst

The Role and the Department

The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million pound programmes of change within year, and approximately 185 staff. The Senior Leadership Team report directly to the Chief Information Officer (CIO) with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole or ganisation.

The role of the IT Service Desk Technical Analyst involves serving as the initial point of contact for University IT users, which includes staff, students, and visitors. The analyst will utilise various communication channels such as LiveChat, Self Service, Telephone, Email, and Face to Face interactions to meet user requests, provide assistance, and resolve incidents and issues.

The successful candidate will be expected to deliver effective and timely support to all University IT users while prioritising customer satisfaction. In addition, the post holder should possess a desire to acquire new technical skills and be adaptable to changing work requirements, incl uding the possibility of working extended hours. Occasional travel may be required to attend user groups or conferences

From early 2025 the base location for this role will change from our Durham City Centre site to our exciting new professional services hub based at Boldon House. Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House will bring a number of professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working.

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